AccountId: 011433970860
ContactId: 738d7625-6041-4d1d-8ed7-75b573910b26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314000 ms
Total Talk Time (AGENT): 135649 ms
Total Talk Time (CUSTOMER): 109084 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/738d7625-6041-4d1d-8ed7-75b573910b26_20250609T16:51_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I have a question. I am going to be retiring from teaching and I have, um, cancer insurance for myself and my two children. And I'm not quite sure, uh, it's the end of this month is my last day officially, um, for the school district. Um, how do I get that policy over to a private versus for school?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's take a look at it and see if it's eligible to be like ported as, you know, away from the school. Do you have your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't. Um, it's nowhere on here. I'm looking at this right here. I, I can do other things if you need.
[AGENT][NEUTRAL] OK, you can.
[AGENT][NEUTRAL] Yeah, we can look it up by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I can give you my social. Um, it's [PII].
[AGENT][POSITIVE] OK, thank you so much. Give me just a moment, let me.
[AGENT][NEUTRAL] Do a search for that.
[AGENT][NEUTRAL] And then for verification, can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then lastly, I just need to verify your physical address and then email that we would have on file.
[CUSTOMER][NEUTRAL] [PII] and then my email is probably under [PII], but I'll need to change that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, OK, yeah, it is, but we can definitely update that. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what email would you like to have on file going forward?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like you can take the coverage with you.
[AGENT][NEUTRAL] Um, it looks like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The premium on this is showing $18.30. That's how much you're paying for it right now, every month.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what we'll do if you'd like to continue it is um we'll send you out some paperwork um how you want to go forward um just paying for it you can do it monthly, quarterly, semi annually, kind of whatever your preferences you can um do payments online or you can always mail us a check or pay by debit or credit card over the phone as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because I don't see that we've.
[CUSTOMER][NEUTRAL] Yeah, I'll just have it taken out of my bank account.
[AGENT][NEUTRAL] OK. Yeah, I was checking to see. It doesn't look like we've sent you anything yet cause usually if we get a notice, you'll usually get something from us, but nothing's been sent out, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yeah, so I'll just put in the request to have customer service send you out a letter for continuation and the payment method, and it should stay the same policy number and all of that. Do you have any other questions or concerns about any of it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, that's, that's it. I just want, I didn't want to lose all my little insurances and things when I retired because one of my friends told me she retired and it, it, it just fell off and I'm like, what do you mean it falls off.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh Lord, yeah, yeah, no, I hear you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I'm like, no, I got good insurance.
[AGENT][POSITIVE] Yeah, no, I hear you, absolutely.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK. All right. Thank you. I'll be looking for that. Then I'll, I'll get it in the mail or, or you'll send it in an email.
[AGENT][NEUTRAL] No, it's gonna come to your physical address. Yeah, it's gonna come in the [PII] postal mail, OK?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. I'll be looking for that then thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.